Our customer service is the most important to us! Without our wonderful customers and their happiness we would not be able to do what we love for you all. If for any reason you are not completely satisfied with any part of your purchase please let us know right away. We will absolutely take care of any issues we can to make sure this becomes a great and non stressful experience for you! We have got your back.
The thought of an unhappy customer keeps us up at night and worried. Please email us at firstname.lastname@example.org and we will get back with you as soon as possible. Please allow 1-2 business days for reasonable response times, but please know you will not be ignored. We do receive high amounts of emails.
If your order just doesn't work for you or it is not the right fit, no worries, we do understand and returns are accepted on most items.
STORE PICK UP POLICY (NOT AVAILABLE AS OF 10/15/21
All online orders are processed in our workshop in Shelbyville, TN. All orders are processed/made in 1-3 business days. If you are local to our area and would like to arrange pick up for your order we can do this. Please contact us prior to purchase as there will be no shipping charge applied. If you purchase and then decide to pick up locally we will refund any shipping charges back to you.
You are able to cancel your order if it has not yet shipped, however we ask that you do this within 24 hours as some orders are custom made or will ship fast. Canceled orders will be credited back to your account. Orders that have already been shipped - CANNOT be canceled and customer is responsible for shipping costs to send the item back if they still decide they no longer want them.
Orders are processed in the order they are received. Processing time for orders to be made and ready to ship ranges from 1-3 business days. We do not ship on weekends and most holidays. All orders are shipped from our location in Shelbyville, TN via USPS or UPS. All That's Rustic ships to U.S and follows the standard methods available by USPS and UPS. Please keep in mind that carriers are still experience ongoing delays. Please know we are not responsible for this and it is out of our control. Average delivery times once items have shipped from us are 1-5 business days with UPS/USPS.
Orders placed are usually processed and shipped within 1-3 business days from the time the order is placed, with the exception of large or special made orders. Some orders may ship sooner and some orders may require an extra 2-3 days again depending on size of order. The day an order ships does not count as a day in transit. We do not process or ship orders on Saturday or Sunday and most major holidays.
Please note that we ship Monday-Friday, and do not count Sundays or US holidays as business days.
LOST OR STOLEN PACKAGES
If the package tracking information shows a delivered status, but is missing from your location, you must report the lost package to us within 7-10 days of placing your order. Once you have reported your lost package, we will submit an inquiry with our carrier about the lost package and attempt to have it recovered. If the carrier declares the package to be a complete loss, we will reship your order to you at no charge if stock is available. We are not responsible for packages that are delivered to the wrong address due to an incorrect or incomplete shipping address provided by customer.
$10 FLAT RATE SHIPPING
All That's Rustic does not charge additional fees for packaging or handling. We reserve the right to choose the most economical carrier to ship your package. Terms are subject to change without notice.
All orders of $40+ will ship for free and free shipping will automatically be applied.
When your order ships from our warehouse, we will send you a shipping confirmation email including your tracking number. To track your package, simply enter your tracking number at usps.com or ups.com. All That's Rustic is not responsible for shipping delays due to the fault of the delivery carrier so please contact the carrier first with any delays or issues that occur with the carrier.
If your package cannot be delivered, is unclaimed, or is refused, you are responsible for the original and return shipping costs. We do not cover those if items are returned back to us, the sellers. The amount of these charges will be subtracted from your merchandise refund if you choose to not have the package sent back out/pay for the label fee.
Not happy with your purchase or it just doesn't work for you? Returns on unused item(s) within 7 business days from delivery date for a refund back to your method of payment less 5% restocking fee. Your order number and the original packaging are required for all returns and exchanges. Refunds will be issued to the same method of payment as the original payment minus 5% (credit card purchases will be credited to the original credit card account). No returns will be accepted on orders purchased over 30 days.
*** Please Note: We do not accept returns on Sale, Clearance items, or custom made items.***
Shipping cost is non-refundable for returned, undeliverable, unclaimed and packages that are refused. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable as they have been spent once item has shipped!
Purchases of $40+ ship for free!
Mail your return to:
All That's Rustic
756 North Main Street
Shelbyville, TN 37160
Returns will be processed and credit/refund will be issued within five business days of receipt.
If your online order arrived damaged or defective, please contact us immediately at email@example.com with pictures of the damage and your order number. We will send out replacements if and only we have them available. If not you will be credited back with a refund. All That's Rustic is not responsible for any damages that occur during shipping, but we are here to help. This will be disputed with carriers.